Louise James

Head of Customer Service Transurban

Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020

1:45 PM Revealing Ways Transurban Uses Voice Of The Customer To Drive The Overall CX Strategy

With businesses utilising new strategies to gain feedback from their customer base, finding the right way to utilise VOC will allow your business generate a goldmine of customer feedback. This will in turn shape your department for an improved CX strategy.

With thousands for feedbacks coming in daily, Transurban has specifically designed a team within their CX function to consistently review their data. This case study will look at how to utilise VOC data to create a strategic customer service strategy and drive positive customer interactions.

  • Enhancing agent conversations to demonstrate your long-term brand values
  • Maintaining high VOC benchmarks that focus on the customer experience
  • Understanding the new KPIs that are becoming central to contact centre operations for improved service


Check out the incredible speaker line-up to see who will be joining Louise.

Download The Latest Agenda